Project Success Factors and Impact

This assignment delves into the crucial elements that contribute to project success. It requires you to analyze various factors like sales performance, marketing needs, customer service, and operating costs, and assess their influence on key aspects of a project's outcome such as Return on Equity (ROE), schedule adherence, budget control, and customer satisfaction. The analysis should consider different levels of project success, ranging from 'Very Low' to 'Immense', providing insights into how these factors interplay to shape the overall project performance.

Risk management: Citi Stores Website Development Project
Name
Date

Context of the Risk Management Plan
The website has today become a must for any business; it is a point for direct contact with the customer where they can make
inquiries, make purchases, ask questions, and create their own content related to the organization through social media sites. There are
several risks to developing a website starting from the using the right approach to manage the entire project, the languages used to
develop the website, the kind of links created, the triple constraints or scope, time and cost, the possibility it may not serve its purpose,
and security risks. Given the fact that the website will be a transaction website processing payments and the pervasive nature of cyber
security threats, it is important that an effective risk management plan is developed (Molenaar, Anderson & Schexnayder, 2010).
Task 1: Risk Management Framework
a) The AS/NZS ISO 3100: 2009 defines what a risk is in the context of information security; risk is defined as the effect that
uncertainty has on project objectives. According to the standard, risk management must consider and continue using risk
treatment options to eliminate, reduce, remove or avoid the uncertainties in meeting project objectives. According to the
AS/NZS ISO 3100: 2009, there are 11 risk management principles that must be adhered to including creating and protecting
value, risks should be integral to organizational processes, forms part of decision making, addresses uncertainty explicitly, is
systematic , timely and structured, and based on best available information. Further, the standard states that risk management
measures must be tailored, consider cultural and human factors, be inclusive and transparent, be iterative, systematic, and
responsive to change, and enhance continuous organization improvement. The risk management framework to be developed in
the context of the Citi Stores website development will follow the 11 AS/NZS ISO 3100: 2009 guidelines and are aimed at
continuous improvement and adhering to relevant regulations and legislation on information security. The Citi Stores Risk
management plan first defines identifies risks to the project and the context identified. A risk assessment is then undertaken and
risks identified and then analyzed. The risks are then evaluated by developing risk matrix and treatments applied to the risks;
the outcomes monitored and risks re-assessed based on applied treatments. The process is undertaken by constant

communication and consultation with stakeholders and montoring and reviews undertaken; all in conformance with the
AS/NZS ISO 3100: 2009
b) The relevant legislation that the Citi Stores website construction must adhere to include the Australia Protective Security
Policy Framework (PSPF) and the Australia Information Security manual that is aimed at ensuring information security. The
company will capture, manage, and use private client information that must be managed according to the PSPF and the ISM.
Further, there must be compliance with the Australian Privacy Act of 1988 that regulates the handling of personal information
that the website will pick up. Under the PSPF mandatory requirements on Governance number 6, all organizations must
develop a risk management approach that covers all areas pf protective security; the Citi Stores project adheres to this
requirement. The ISM requires implementing security controls that form part of an elaborate process of risk management, that
this document does and a risk management team has been formed, with alloted responsibilities as per the privacy Protections
Act of 1998
Task 2: Scope and Stakeholders
a) The risk management process will be confined to the development of a new website for Citi Stores and how the website should
function and meet its design and functional objectives. The risks management process will particularly focus on customer data
and its security given that it will have an e-commerce function and how Citi Stores can keep both internal data, such as
transactions details and customer details safely. It will also focus on risks that will plague the project and stop the objectives
from being attained. The risk management plan will be undertaken by identifying and analyzing the risks, developing a risk
matrix for the identified and analyzed risks, and then giving risk treatment to the risks. This risk management plan will also
monitor the risks and evaluate the effectiveness of the treatments given to the risks. The scope of the risk assessment will also
extend to developing the documentation policy for the risk document and creating a report on the risk management process.
b) Stakeholder Management Plan (See Appendix A)

Task 3: Strengths and Weaknesses
a) PEST
Political
Regulations relating to web data security
Rules and legislation on cyber security
Economic
Cost savings using a web portal to advertise
Increased revenues from more customers
obtained from web portal in addition to store
customers
Social
Increased appetite to use the internet/ web to
interact with products and manufacturers
Technological
Using cloud platforms to manage databases and
client information
Modern development languages
Availability and uptime for the website

(Aik, 2013)
b) SWOT
Strengths
Nice and functional global bar for navigation
Website that is easy to navigate
Attractive and easy to use interface
Weaknesses
Poor optimization for mobile use
Long transaction completion and co9nfirmation
process
Difficulty for some people to read text (those
with vision challenges)
Use of a single language (English)
Opportunities
Fast loading website
Linked with social media
Point of customer services
Enhance functionality with an application (for
mobile)
Threats
Exclusive social media platforms engagement
Inimitable application function (Aik, 2013)
c) Aims and Objectives, critical Success factors
The aims and objectives of developing the Citi Stores website for marketing purposes to drive traffic, engage prospects and re-engage
existing customers; help close sales by supporting communications for the sales team; provide customer support, make website and
content updates easy, integrate with other IT systems while also meeting the performance, security, and scalability requirements as per

the existing regulations and desired performance. Others are to reduce operation costs through automating and streamlining
workflows, increase the Citi Stores bottom-line, and enable recruitment of the best staff. The key success factors include meeting the
marketing, sales, customer support, operations, IT, and webmaster goals and objectives, as well as having the project completed on
time and within budget, with no errors in performance. The acceptance of the project by client and having it perform optimally nand
securely even under heavy load (many requests) also comprise key success factors
d)
A PMO (project management office) was set to coordinate project activities, including stakeholder management. By engaging and
communicating with key stakeholders, including the project sponsor and executive sponsor, the PM was able to involve and secure the
support of these key stakeholders, to whom progress was communicated and reported as per the stakeholder management plan,
including risk management. The key stakeholders were made aware of risks to the project and how they would influence the project
from the very beginning during planning, hence securing their support.
Task 4
a) To ensure the project scope and deliverables were met, the stakeholders, using the stakeholder management plan, were
engaged in order to generate the project objectives and deliverables list. This was to ensure the project team was aware
of what was required and the constraints, as a first step in knowing what risks can affect the project. A risk
management plan was then made and communicated to the stakeholders, and a scope management plan used to get
approvals for changes in order to manage risks such as scope creep.
b) The risks were identified using a combination of the Delphi technique where experts were anonymously consulted
with a list of information required for the project risk management and their responses compiled. The results were sent

back to the experts for review until consensus was arrived on risks and how to manage them. During internal response
compilation, the brainstorming technique was used by the project team to isolate and define risks; this resulted in only
relevant risks with a significant impact being considered and managed, after consensus with the anonymous experts
The Delphi tool as used is shown in the image below;

c) Risk Identification
Risk One: Being unprepared before starting the web development process
Risk Two: Lack of support by the project sponsor
Risk Three: Slow decision making process due to too many people/ stakeholders
Risk Four: Big requests for change at a late stage when the project is being done
Five: Overshooting budget
Task 5: Risk Analysis
a. Risk Evaluation (Criteria)
ID Risk Consequences Mitigation Ratin
g of
Cons
eque
nce
Likelih
ood
Risk
level
Monitoring Risk Owner
1 Being unprepared
before starting the
Delays, extensive
scope changes,
Gather all possible
and required
VH H VH Initial project Project

web development
process
failure to meet
objectives,
Overshooting
constraints
information upfront
Adopt a suitable
project management
method such as
agile
meeting
Sufficient time for
planning
manager
2 Lack of support by
the project sponsor
Delays and possible
abandonment of
project
Failure to meet
objectives
Rejection of
completed project
Effective
stakeholder
management and
engagement plan
Sponsor
involvement
Effective
communication and
progress reporting
VH M H Communication and
reports to project
sponsor
Project
manager
3 Slow decision
making process
due to too many
people/
Delays in project
Failure to meet
project objectives
Stakeholder
management plan
Stakeholder
communication
H H H Stakeholder
identification and
management plan
Business
sponsor
Project
manager

stakeholders Reduce number of
people involved in
project decision
making when
project commences
Developers
4 Big requests for
change at a late
stage when the
project is being
done
Failure to meet
deadlines
Budget overshoot
Reduced morale of
project team
Scope and change
management
Effective project
planning
using suitable
project management
methods such as
agile (XP or
SCRUM) that are
flexible to changes
Undertaking
incremental
development and
constant testing and
VH VH VH Quality
management plan
Scope management
document
Project
manager and
scrum master

improvement
5 Overshooting
budget
Delays
failure to accept
finished project
Project abandonment
Effective project
management
planning with
resource allocation
Monitoring and
controlling budget
VH VH VH Cost control
Project monitoring
Project
manager
Financial
controller/
Project
accountant
b) Risk Likelihood Matrix

Impact
Very
Low Low Medium High Very High
Likelihood
Very High
Slow decision
making process
due to too many
people/
stakeholders
Being unprepared before
starting the web
development process
Lack of support by the
project sponsor
High
Overshooting the
project budget
Big requests for change at
a late stage when the
project is being done
Medium
Low
Very Low
c) Consequence matrix (See Appendix C)

d) Risk levels
Risk Level (1 to 5, where 5 is very high and 1 very low)
Being unprepared before starting the web development
process
Very High (5)
Lack of support by the project sponsor Very High (5)
Slow decision making process due to too many people/
stakeholders
High (4)
Big requests for change at a late stage when the project is
being done
Very High (4.5)
Overshooting budget High (4)
Task 6: Risk Treatment Options and Risk Implementation and Monitoring
a) Team roles
Team Member Initial identification Role

Project manager Planning risks Identifying and ensuring risks are mitigated
Scrum master Major scope change requests Direct management of all the risks
Project accountant Overshooting budget Managing project financing
Project manager/
developers
Slow decision making Ensure decision making is fast so it does not
affect project schedule
b) Risk treatment and management/ action plan
Project/Function/Activity: Risk treatment plan
Risk: Being unprepared before starting the web development
process
Risk ID #: 1
Summary:
Effective planning for project upfront and gathering all
information
Action Plan
1. Proposed actions

Gather all information on project and system requirements
Use agile methods that can easily handle changes
Effective plan for project management
2. Resource equipment
Project planning document
Requirement document
Continuous and incremental website development and testing
3. Responsibility (overall accountability for Actions)
project manager
4. Timing (specific milestones)
User requirement document
Planning phase for project
Stakeholder engagement
5. Repeating and monitoring required
Weekly progress reviews

Daily sprint meetings
Continuous testing
6. Monitoring record
User requirement document
Project management plan
Compiled By: Scrum master Date:
Sept 22
2017
Reviewed by: Project manager Date: Sept 25 2017

Project/Function/Activity: Risk treatment plan
Risk: Lack of support by the project sponsor Risk ID #: 2
Summary: Involve the stakeholder from start of project
and communicate with them
Action Plan
1. Proposed actions
Stakeholder involvement in entire process
Effective communications with stakeholders
Reporting regularly to project sponsor
2. Resource equipment
Stakeholder management and communication document
3. Responsibility (overall accountability for Actions)
Project manager
4. Timing (specific milestones)

Weekly stakeholder briefing and progress reports
5. Repeating and monitoring required
Stakeholder management document
6. Monitoring record, Stakeholder communication document
Compiled By: Scrum master Date:
Sept 29
2017
Reviewed by: Project manager Date: Oct 2, 2017

Project/Function/Activity: Risk treatment plan
Risk: Big requests for change at a late stage when the
project is being done
Risk ID #: 3
Summary: Solicit for user requirements exhaustively
and effectively manage project scope. Also, use a project
management approach/ method that responds better to
change and allows several tests, such as agile
Action Plan
1. Proposed actions
Exhaustive user requirements solicitation
Involving client throughout the process; having the client or their representative such as the business
sponsor embedded with the project team
Effective management of the project scope
using Agile XP methodology that entails frequent testing and evaluation and allows for
postponement of changes to the next iteration
2. Resource equipment

User requirements document
Project management plan documents
Scope management document
3. Responsibility (overall accountability for Actions)
Project manager
4. Timing (specific milestones)
Weekly progress reviews
Displaying work breakdown structure where all developers and client can see them
5. Repeating and monitoring required
Work breakdown structure
Gantt chart
6. Monitoring record
User requirements document
WBS
Scope management document

Compiled By: Scrum master Date:
Oct 06,
2017
Reviewed by: Project manager Date: Oct 09, 2017
Project/Function/Activity: Risk treatment plan
Risk: Overshooting budget Risk ID #: 11
Summary: Undertake accurate cost estimations before
commencement, plan effectively, and strictly control and
monitor project progress, especially scope
Action Plan
1. Proposed actions
Use accurate costing methods for activities, such as historical data, quotations
Strict monitoring of progress of activity execution
Budgetary control

Strict control of changes and project scope
2. Resource equipment
Project management software and project management tool (Gantt chart)
3. Responsibility (overall accountability for Actions)
Project manager
Project financial controller
4. Timing (specific milestones)
Weekly progress review reports
Stakeholder meetings
5. Repeating and monitoring required
project management software
Gantt chart
6. Monitoring record
project management software
Compiled By: Scrum master Date: Reviewed by: Project manager Date: Oct 16, 2017

Oct 13,
2017
c) Risk Register (See Appendix B)
d) The risk treatment was developed based on consultation with experts and brainstorming with the project team. The
stakeholders were involved at every stage of the risk management plan through scheduled weekly meetings and regular
communication based on the stakeholder management plan. Their approval and support was sought for every risk
treatment option

Part B
Task 7: Risk Monitoring and Evaluation
a)
Risk Monitoring Tool Monitoring Performance after risk treatment
Being unprepared before
starting the web development
process
Initial project meeting
Sufficient time for
planning
Greater anticipation, good preparation for project,
risk impact reduces
Lack of support by the project
sponsor
Communication and
reports to project sponsor
Stakeholder management plan used and
communications made with project sponsor, risk
reduced and sponsor fully supports project
Slow decision making process
due to too many people/
stakeholders
Stakeholder identification
and management plan
Key stakeholders identified and an appropriate
communications put in place and used for
communication; decisions are now made faster
leading to reduced risk
Big requests for change at a
late stage when the project is
being done
Quality management plan
Scope management
document
Project planned properly at initiation and a scope
management strategy and document used; agile
method used to absorb shocks of unexpected
changes in scope; the result is reduced risks of
scope change

Overshooting budget Cost control
Project monitoring
Costing done accurately using suitable tools and
effective toll for project management used, risk
reduced significantly but not eliminated
b) See Appendix B
c) See Appendix B
Task 8: Recording and Storage Policy
Preamble
In a complex project and organization like Citi Stores, risk management effort s re further made complex by risks associated
with information management and record keeping. These risks are usually not transparent to the risk manager, adding another
dimension to business risk. The risk management document will be developed and handled by the SCRUM master; only the SCRUM
master is designated to make changes in the risk management document. Primarily, the document will be electronic and be stored
online/ in a cloud environment and changes made as and when needed. Whenever required, the risk management report will be printed
for purposes of meeting reviews or reporting. After the project is completed, the risk management document will be printed and
archived, both in electronic and hard copy format for future reference and for purpose of learning and reference in future projects.
Required Documents
The documents (or documentation) to be governed under this policy and therefore, the required documents include the risk
management framework, the critical success factors and the project deliverables. Further, the project management plan wills also be
documented along with the stakeholder and scope management plan for the project. The stakeholder communication plan that forms

part of the stakeholder document will also be documented as well as the project risk management plan. The risk management plan will
include the risk register, the risk treatment plan, the risk matrix, the risk consequences matrix document, as well as the monitoring and
evaluation document.
Organizational Performance Review and Extent of Documentation Needed
The organizational performance with regard to this policy and the project execution through a performance review document
will be appraised using the earned value management method where the schedule, scope, and cost performance will be appraised
against the plans, project deliverables, and project objectives. The documentation will be reviewed and updated (risk register
updating) for three years at the minimum while the earned value management documentation will be maintained and updated for
seven years after project execution. The project success will be appraised based on the return on investment (ROI) in terms of
technical performance (more customer enquiries and sales), efficient customer service, managerial improvement, technical
innovativeness, and the performance of the business.
Policy Statement
Citi Stores and its contractors/ consultants will implement document management policies that comply with regulatory and
legal duties to retain documents; this policy also aims at adhering to the PMBOK best practice and guidelines for Organizational
Process Assets (OPA), including procedures and processes
The policy of Citi Stores also requires that the organization possesses all documents needed for normal purposes, and for
effective project management where risks are identified and dealt with before they happen
All employees, project team members, contractors, officers and directors of Citi Stores will be required to follow the
regulations and rules as set in this policy statement regarding the risk management document. The policy applies to all forms of the
risk management document, including electronic formats.

The risk management document will be part and parcel of the inputs for the website development project where input from the
document will be used to enhance the delivery of a quality project and general project management
Recording Policy
The SCRUM master will solely be responsible for creating and managing the entry of information and data into the risk
management document. All entries will be made, altered, adjusted, or removed only by the SCRUM master, and reporting for entries
will be shared with the project manager on a weekly basis. The primary record of the risk management plan is in electronic format;
this is because it is easy to alter and make changes to the electronic document and then print it to have a physical document that can be
stored and reviewed. The person in charge of recording and managing the risk document then creates a report at the end of the project
detailing, in brief, the risk management process and steps as used in the project.
Document retention policy
The project team will maintain a complete, high quality and accurate records of the project execution and the risk management
document. The risk management document will be retained for the immediate use period. However, the document will also be retained
for use for a minimum period of one year from the time it was initiated. The document will then be archived, in both the hard and soft
copies and be retained by the organization for another seven years at the minimum
Task 9: Risk Implementation and Monitoring Report
The project risks were identified before the project commenced, even before the initial project planning. This was to ensure
that the project team was not caught unawares by any events that could create risks for the project. Before developing the risk
management framework, effort was made to identify the context of the risk management framework, referring to the relevant
legislation, standards, and regulations on risk management and information security. After establishing the framework, a PEST and
SWOT analysis of the project and project risks was developed and the risks identified. In identifying the risks, the project objectives

and deliverables were used as guidelines and foundations with which to identify and analyze the risks to the project. The risks were
then discussed to justify whey they are considered as risks and a risk analysis undertaken. The risk analysis entailed identifying the
risks, establishing the consequences or the identified risk being realized, and then the mitigation measures for the risk defined. The
mitigation measures formed the basis of developing actions to manage the risks either by transferring, eliminating, reducing, or
preventing. The risks were then classified on the basis of their likelihood of occurrence and impact in order to establish the risk levels
for each risk. Monitoring was then undertaken using various tools as stipulated in the risk analysis framework and treatments applied,
based on the identified mitigation measures.
The risks were then evaluated for effectiveness of the risk treatment actions to determine the next course of action. Monitoring
was done continuously and risks that had been mitigated removed or their priority reduced and new risks identified as development
was in progress. For the Citi Stores website development project, risk monitoring was a continuous process where metrics and
judgment were used to determine the effect of the risk treatments applied to risks and their outcome, especially in enhancing the
quality of project delivery and being able to meet all project objectives and deliverables. As the project execution progressed, the
environment was continuously scanned and monitored and any assumptions made were checked and reviewed on a regular basis.
Communication process
The staff and stakeholders were communicated with through an effective process by first communicating the project goals
clearly in an inclusive manner with all staff members given a chance to make a contribution. The meeting expectations and outcomes
were also communicated to relevant stakeholders and staff with input and feedback regularly sought from stakeholders. The primary
communication methods were written (electronic) and verbal during meetings and updates were provided regularly to stakeholders and
staff alike, on a need to know basis.
Effectiveness of Risk treatments

The risk of unpreparedness was reduced to medium after treatment, the risk of stakeholders not supporting the project reduced
to very low after risk treatment, while the risk of slow decision making became very low after treatment of an effective stakeholder
management plan. The risk of major requests for scope change were medium after treatment through a scope management plan while
the risk of overshooting budget also became medium after treatment (See Appendix B).
Lessons Learned and Improvements for Next Time
The project has been an eye opener for me on how to manage risks in projects and the importance of effective project risk
management. Documentation and the documentation policy also became a great lesson for me in this project, especially on the WHY
of document management. However, I believe I still need to make improvements on the choices of treatments for risks given that some
risks that have a very significant impact just went to medium after treatment, rather than very low or being completely eliminated. It is
important to develop risk treatment options that eliminate or greatly reduce risks

References
Aik, S. (2013). SWOT Analysis On Sites And Apps With Usability Testing. Netizenexperience.com. Retrieved 30 October 2017, from
https://www.netizenexperience.com/blog/swot-analysis-on-websites-and-mobile-apps-with-usability-testing/
Basu, R. (2017). Managing Quality in Projects. Abingdon: Routledge
Molenaar, K. R., Anderson, S. D., & Schexnayder, C. J. (2010). Guidebook on risk analysis tools and management practices to
control transportation project costs. Washington, D.C: Transportation Research Board.
Young, T. L. (2013). Successful Project Management. London: Kogan Page.

Appendices
APPENDIX A: CITI STORES WEB DEVELOPMENT PROJECT
Communications Plan
Name of Project Website Development for Citi Stores Inc.
Group
Participants
Name of
stakeholder
and position
(internal or
external)
Role in risk management
process
Issues or concerns
raised
Method of
communication
When and
how often
Project
Sponsor
(External)
Ensuring there is
alignment with strategies
and objectives of the
organization
Provides the necessary
financial and resource
support to the team so that
project objectives are
To ensure there is
timely and
sufficient funding
for project
activities
Verbal
communication
Communication
using official
memos and reports
Communication
through e-mail
Telephone
Will be
communicated
to every week
after the team
has its weekly
sprint review
meeting. The
project

achieved communication
sponsor will
be engaged
regularly to
assure
continued
support for the
web site
development
project
Scrum
master/
assistant
project
manager
(This is an
internal
stakeholder)
Ensuring hurdles and
challenges in the
development of the
website are removed
Developing the risk
management document
and framework and
making entries in the
document. The scrum
master is also responsible
for the storage, handling,
and overall management
of the risk management
Organizing
meetings and
being the key lead
in managing risks
(in charge of the
entire risk
management
process)
Verbal
communication
during meetings
E-mail
communication
Telephone
communication
Daily during
daily briefing
meetings on
project
progress
Status
meetings with
the project
manager
where
progress and
events in the
risk

document
management
plan and
document are
communicated
Project
Executive
(External
stakeholder)
Monitoring the
performance of project
and developing the
strategic program. The
executive ensures the web
development meets the
business functions of the
company
Aligning business
goals with website
development
Verbal
communication
Telephone
E-mail
communication
Progress reports
on tests using
memos
Weekly after
the sprint
review
meetings
Project
manager/
product
owner
(Internal
Stakeholder)
Ensuring objectives are
met within the triple
project constraints
Ensuring the project is run
professionally in order to
satisfy the client
requirements and ensure
the final project is
accepted by the client
Ensuring product
is tested to meet
development and
business goals
Verbal during
meetings
Telephone
E-mail
communication
Progress reports
Daily
Weekly
Developer Ensure the technical Meeting task Verbal during Daily during

team
(Internal
Stakeholder)
component of project meet
functional and non-
functional requirements
Ensure the website runs
without any bugs
deadlines and
correcting
mistakes in
database and web
interface code
meetings
Telephone
E-mail
communication
daily meetings
Customers
that will use
website
(External
stakeholder)
Testing website and
ensuring they are
comfortable with using it
User interface a
bit confusing, long
time for web
scripts response
E-mail
Verbal
Fortnightly
during testing

APPENDIX B: CITI STORES WEB DEVELOPMENT PROJECT
Risk Register
Category
Risk
description
Consequence
Likelihood
Existing
controls
Mitigation
actions
Cost
Risk level
Risk priority
Risk owner
Risk rating
after
Review date
Risk control
reviewer
Provide
a
unique
ID no.
Describe the risk & impact on
org.
e.g.
serious
e.g.
likely
Any existing
management /
treatment control
already in place
Specify planned
strategies. May be
preventative or
contingency
$
e.g.
hig
h
e.g.
1
e.g. Name
of person
& position
e.g.
high to
low
Date Name
1
Being unprepared before
starting the web
development process the
consequences which are
Delays, extensive scope
changes, failure to meet
objectives, Overshooting
constraints
Very
Seriou
s
High
Effective and
extensive planning
on project using
project management
methodology,
requirements
document
generation, human
resource
management, scope
management plan
Gather all possible
and required
information upfront
Adopt a suitable
project management
method such as
agile
100
0 VH 4.5
Project
manager
Scrum
master
Medium
Scrum
master
and
project
manager

2
Lack of support by the project
sponsor consequences which
will be Delays and possible
abandonment of project
Failure to meet objectives
Rejection of completed project
Very
Seriou
s
Very
High
Stakeholder
management and
communication plan
Reporting to project
sponsor and
executive sponsor
Letting stakeholders
know why risks are
inherent in project
and their impacts
and to gain their
involvement in risk
management
Stakeholder
communication
450 VH 5 Project
manager Low Project
manager
3
Slow decision making process
due to too many people/
stakeholders consequences
which will be Delays in project
Failure to meet project
objectives
Seriou
s High Identifying key
stakeholders
Implementing
stakeholder
management plan
Asking as many
people and
stakeholders
questions before
commencing project
700 H 3 Project
manager
Very
Low
Project
manager
and
scrum
master
4
Big requests for change at a late
stage when the project is being
done consequences which
include Failure to meet
deadlines Budget overshoot
Reduced morale of project team
Very
serious
Very
High
User requirements
document
Strict scope
management
Close monitoring of
project scope with
project management
tools and software
(Gantt, WBS)
500 VH 5 Project
manager Medium Project
manager

5
Overshooting budget Delays
the consequences of which are
failure to accept finished
project
Project abandonment
Very
Seriou
s
High
Effective project
management
planning with
resource allocation
Monitoring and
controlling budget
Scope management
to avoid scope creep
that would
necessitate changes
to schedule
Close monitoring of
project with project
management tools
and software (Gantt,
WBS)
100
0 VH 5 Project
manager Medium Project
manager

APPENDIX C: CITI STORES CONSEQUENCE MATRIX
Consequence
Critical Success Factors
Completion of
project within
time and budget
Meet
marketing
and sales
needs
Ease of use
and
administratio
n/
performance
Customer
service and
improved
operations
IT integration Improve company
bottom line
Very High Lead to project
overshooting
budget and cost
Needs not
met
Difficult for
customers to
use while
admin cannot
make changes
easily
Increase in
costs
Customer
dissatisfaction
Web not integrated with
all other systems such as
HR/ Stocks, performance
and security criteria not
met
Increase in
operation costs,
low ROE and
decrease in
profitability
High Would require
immense
changes to
project schedule
Marketing
and sales
needs not
met
efficiently
Admin can
make changes
with difficulty
but user
interface
difficult to use
Marginal
increase in
operating
costs,
workflows not
Website not scalable,
security poor
Low project ROE
with operating
costs remaining
high

automated
Customer
service below
average
Medium Increase in
project cost
covered by
contingency
funds
Marginal
improveme
nts in sales
and
marketing
Average user
experience
Average
customer
service
Workflows
and tasks
streamlined
but with
bottlenecks
Integrated with some
systems, poor scalability,
security weaknesses
present, performance just
average
Marginal
improvements in
project ROE,
significant drop in
operating costs
Low Marginal
increases in cost
and schedule
No change
in sales and
marketing
metrics
using
website
Admin can
make changes
to content with
some training,
users need help
buttons for
effective use
Customer
satisfaction
just above
average
Improved
automation of
Website scalable, most
systems integrated,
performance slows
during peak demand, a
few security loopholes
ROE as expected,
operating costs
drop appreciably